Global Key User

vor 1 Woche

Mex, Schweiz BOBST Vollzeit

Global Key User - Services (M/F)

BSA - Bobst Mex SA

**Global Key User “Service” (M/F)**

**Position summary**

Bobst Group is seeking a highly motivated and qualified individual to take on the dynamic role of Group Key User (GKU). This role will actively contribute to improving existing processes and implementing new ones enabling the Business Unit transformation agenda.

Within the Service Operations team, this GKU role will report to the Product Owner “Services” and will work primary with our newly implemented CRM tool, Salesforce. Reinforcement is necessary to provide the right level of support for the Service CRM EPICs but also for other EPICs that share common processes (e.g. Mybobst, Supply chain ). We have high ambitions to improve the service provided to our customers in the areas of customer care processes, field service management and technical support.

The GKU will take an active role in most of the product lifecycle, both on the project and the maintenance track, providing expertise and support whenever necessary. In particular: integration testing, user acceptance testing, documentation, training, hypercare. Part of the central project team, he/she will be the go-to person for Locals Key Users (LKU) and coordinate work amongst the various sites/entities throughout the various project steps. After successful project go-lives, the GKU provides active support to the LKUs effectively interfacing with the Product Owner and the IT support.

**Main Responsibilities**
- Custodian of master data quality for the processes under his/her responsibility
- Manage and Execute testing
- Animate and support Local Key User community
- Train Local Key Users
- Support Business operations
- Provide support in change management actions

**Main Tasks**

**Process**
- Maintain test scripts
- Execute testing (INT)
- Support Local Key users testing (UAT)

**Change management**
- Identify change impacts and change actions
- Support change communication
- Identify blockers and contribute to resolving them
**- Training**
- Prepare training materials
- Animate training sessions
- Maintain standard operating procedures
**- Support**
- Support Local Key users
- Support Root cause analysis/Problem solving
- Support NRT

**Professional Experience**

We are looking for individuals with a strong expertise in customer care (contact centers, order taking, customer support) and/or field service processes (after sales interventions at customers premises, dispatching, remote support).

Affinity with process improvement and digitalization.

Previous exposure to IT projects and familiarity with the Agile methodology is definitely a plus. Strong stakeholder management capabilities and organizational skills required.

**Competencies and skills**
- Competencies & skills- Level- Knowledgeable about their business areas and business processes:

- Field service, technical support, customer care- Expert- Team work: Good interpersonal skills and communication- Expert- Training skills- Advanced- Problem analysis and resolution skills- Advanced- Salesforce knowledge (Field service) and any expert system for customer care/field service- Advanced- Service orientated- Advanced- Continuous improvement attitude- Advanced- Coaching skills- Advanced- Project management- Awareness- Agile project management methodology- Awareness- Process development- AwarenessFor more than 130 years, and over 50 countries, BOBST has always been at the forefront of innovation and we want to accelerate connectivity, digitalization, automation and sustainability to make packaging better than ever.
BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Join our highly qualified staff and together, let’s shape the future of the packaging world.

The production site of Mex, near Lausanne in Switzerland, is also the headquarters of the Bobst Group. It is the most important site, employing approx. 1500 passionate people.
It also trains each year roughly 200 apprentices. The site offers an idyllic work environment. In the countryside and close to major highways, it is also well served by public transport. It offers many amenities, such as a corporate restaurant, sports fields, a fitness and a nursery. The facilities have been recently renovated and represent a model for sustainable development.

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